Providing great customer service and having the ability to retain customers require consistency in delivering the anticipated services. Customer service encompasses having the ability to provide a service or product to customers by means in which it was promised. However, there are times when unforeseen circumstances may occur, resulting in customer service breakdowns. Understanding the effectiveness of customer service relations provides the assurance needed to handle complicated service related issues. A well qualified customer service representative has the acquired skill to effectively defuse a potentially damaging service related matter. Service recovery influences customer retention and improves customer satisfaction.
Service recovery refers to a series of actions in which customer complaints are identified, and immediately resolved. Additional steps may be required, and should be taken if needed to defuse a potentially damaging customer service related issue. The primary focus of the service recovery is claiming responsibility; admit to the customer that you are at fault and apologize to the customer for the problems caused - whether or not you are at fault. It’s natural to want to blame someone for a mistake, but the customer doesn’t care whose mistake it is, it’s the CSRs responsibility to correct the wrong. If further compensation is required, you must do what it takes to assure customer satisfaction. It is the responsibility of the CSR to own the problem, apologize and take the necessary steps to resolve it - preventing further breakdowns in service. Service breakdowns occur when customers are dissatisfied with the service they received.
When dissatisfied customers are provided with additional options, it substantially increases the probability of their return. Service recovery helps to identify negative situations; addressing and rectifying issues as they occur, resulting in customer satisfaction and customer loyalty. Customer loyalty increases the opportunity for organizations to build upon its customer base, and boost the return of its existing customers. Repeat business is evidence of satisfied customers. Satisfied customers are happy with the services and/or products they received, resulting in the likelihood of their return to purchase additional items. Upon each return visit, they anticipate the delivery of quality products and/or service.
In addition, communication is also critical element of the service recovery process. Communication creates the foundation for a positive customer service experiences. It helps create realistic expectations for both the organization and the customer alike. Open lines of communication encourage customers to express their concerns, expectations, likes and/or dislikes about the services they receive. There are several methods for collecting communication data, the following are common collection methods; surveys, company websites, also the basic CSR and customer...